Service Manager

Alamo Group•Elkridge, MD

5d•Onsite

About The Position

Super Products LLC is hiring a Service Manager for its Elkridge, Maryland facility. The Service Manager directly supervises truck mechanics and technicians and manages shop operations to turn around rental fleet assets efficiently and complete service work on customer-owned trucks. The role also oversees parts inventory, repair accuracy, and a safe and efficient work environment. Travel is required from time to time for field service and repair calls and required training. The position manages customer communication and service quotations, daily shop workflows and schedules, parts and service administration, operating costs, reporting, and staff training and development. The work takes place in an office and shop environment. Relocation assistance is not available.

Requirements

High school diploma.
Minimum 3 years of experience in a similar service shop management role.
Minimum 5 years of experience as an industrial mechanic, or in heavy equipment or heavy truck work.
Ability to troubleshoot and diagnose mechanical, hydraulic, and electrical systems.
Ability to read, analyze, and interpret technical data, drawings, and schematics.
Ability to troubleshoot and diagnose truck engine and chassis systems.
Good computer skills, including Word, Excel, and Outlook.
Computer skills to use company business systems for administering shop activities.
Excellent communication skills and ability to work and lead as part of a team.
Self-motivated, accountable, and timely in completing assignments.
Ability to establish credibility and trust, respect confidentiality, and follow ethical standards.

Responsibilities

Notify customers about service requirements and follow up to ensure they complete necessary preventive maintenance.
Make occasional sales calls and regular follow-up calls to current and prospective customers to solicit service business and build customer relations.
Prepare quotations for customer service work and review them with the store manager.
Prepare charge-back quotations and send them to customers within 24 hours, in accordance with policy.
Assist the store manager with resolving customer disputes regarding charge backs.
Construct and assign daily shop work orders and schedules for fleet and customer service work.
Develop daily and weekly schedules for trucks requiring service and preventive maintenance.
Supervise and approve truck check-in and check-out status reports.
Conduct a daily morning huddle with shop staff to review prior-day progress.
Maintain a clean and respectable facility, equipment, and work environment.
Spend time on the shop floor to ensure safe and efficient work practices, troubleshoot and diagnose service issues, and teach and train staff.
Work alongside shop personnel when required during peak periods.
Schedule and coordinate service work with outside service providers and chassis dealers.
Perform weekly cycle counts and coordinate or order parts, tools, shop supplies, and equipment while maintaining adequate parts inventory.
Track mileage using GPS data to monitor preventive maintenance intervals and ensure required work is completed consistently.
Create schedules tracking due dates for truck inspections, including DOT and tank inspections.
Manage rental service operations costs within budget.
Record service issues reported on customer-owned trucks in the Magentrix Service database.
Maintain an Excel database of issues with new trucks arriving from the factory.
Provide monthly reports to the location manager for review and submit them to the Fleet Operations Manager.
Prepare weekly Make Ready, Maintenance, and Service Jobs reports.
Identify training needs for shop staff and deliver required safety training using materials provided by the corporate office.
Establish goals and objectives with direct reports, conduct monthly reviews, and provide direction and assistance.
Ensure staff maintain professional appearance and conduct, and follow company policies and procedures.